Escort has burned a bridge - It may take a long time to repair, if ever

Discussion in 'Escort' started by txbearsfan81, Oct 24, 2017.

  1. PointerCone

    PointerCone M3 Kng Advanced User Premium Member

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    The arrow patent expired over 5 years ago @Rcyhww
     
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  2. leesrt

    leesrt Mature Speeder Beginner User

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    I like your objectivity but I think getting the horse back in front of the cart is important. Escort is not struggling for any other reason than their own negligence when it comes to customer support and especially the constant disrespect they showed toward the enthusiasts that were the backbone of their popularity. I watched this dissent live and most of it occurred slowly over the last 5 years.
    It stated when they sold RD's for over $500 and then provided that crappiest turn around time I've ever seen for technical support and software support. I'm sorry but I had a smart phone at the time that did 10 times the things that any of their RD's could do, and it was able to stream data from wifi, stream music through Bluetooth, and run complete navigation all simultaneously while still monitoring for texts and phone calls. Their most sophisticated RD does only a few things so when you charge over $500 for it you damn sure better provide some top notch, white glove, fast turn around service.

    I sent my Max 2 into them to get the noisy shaky mount issue fixed. My RD was in mint condition with no scratches (I'm OCD that way) and when I got it back 2 weeks later the rear lens looked like the ran it over a cheese grater, yes it was literally that bad. I called them on the phone and they proceeded to give me a hard time about it like that must be how I sent it to them and wanted to charge me for a full service recondition. Unfortunately for them (my OCD again) I always take 360 pics of any device I send it for service prior to it going in. I emailed that to them and then they said go ahead and send it in. They fixed it and had it back to me after another week and a half so I was without my RD for a simple issue for almost a month. They gave me an extension on my extended warranty care as an apology.

    Now I brought this up on ERF, mind you this was about 3 years ago, and I complained about what happened and opened it up for discussion. You won't believe what Larry said in response to being without my $600 RD for almost a month. He replied to me and stated that in the future if I wanted to avoid being without my RD I could purchase another one from their website and wait till I receive it and then send in the other unit for repair. Then when I get the repaired unit back I can return the just purchased unit for a refund :O
    Does that make any kind of sense business wise since you can't sell a previously purchased unit as new?

    One other time of note is when I bought my 360. When I purchased it I called Escort to verify that I would receive a unit with the new Bluetooth chip in it, not for any other reason then when I buy a new unit I want the latest hardware in there. The rep specifically told me that "all new units from Escort would ship with the new BT chip, there were none with the old chip left at Escort". Guess what I received from Escort :< a unit with the old chip (ser# ending in 79). I again brought this up on ERF and good ole Larry proceeds to tell me that their employees no better than to say anything like that and then went on to sell me on how the two BT chips performed the same...yada..yada....
    I told him I understand how the chips work and I'm not upset with the RD but that I was told one thing and received another. I also stated that since you're convinced that all your employees know better would you mind if I post the audio recording of our conversation where the rep also states his name? (My OCD again).
    Larry went silent on the issue after that, which is common for him when he gets caught in a lie or gets called out on an embellishment.

    That's just 2 of my situations and others had many more. This is the reason they are hurting. This is the reason another company bailed them out and bought them. Cedar Holdings saw that they could take this failing brand and turn it into a money machine that purely focused on selling new products quicker than the old ones could get repaired or returned.

    I don't have any sympathy for a person or company that reaches a low point do to their own behavior.
     
    Last edited: Dec 4, 2017
  3. The Only Sarge

    The Only Sarge 7 decades of hauling ass Beginner User

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    Such a well thought out post and share. Thank you. Your point of a $12 throw away pre paid phone is a really great analogy.
    My $12 phone I use can run WiFi, BT, Navigation/WAZE, EMail,Text, Phone calls all simultaneously with no issue at all and the $650 Escort product cannot even come close to matching the functionality of my $12 phone. That in itself is a pathetic situation for Escort.
    The real issue is Escort has decided to have SN Larry as their one spokesperson facing the user community. That is a issue for them.
     
    Last edited: Dec 4, 2017
  4. westwind77

    westwind77 PSL +5 Intermediate User

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    [QUOTE="The Only Sarge, post: 981378, member: 8996"
    The real issue is Escort has decided to have SN Larry as their one spokesperson facing the user community. That is a issue for them.[/QUOTE]

    That is a huge issue for them! His attitude and disrespect for the members on that forum was outstanding. One bad person can have a huge negative impact on your company if you let it happen....which they did.
     
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  5. westwind77

    westwind77 PSL +5 Intermediate User

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    Well....it looks like I was wrong Larry is still the one behind ER - but his attitude privately is still the same, unlike his suddenly changed public attitude. Which confirms he was delivered a 'spanking' from the highers up I could only suspect.

    So, I know this because a member asked if they should run TSR 'On or Off' on their M360. I suggested off for many reasons (unless you live in an area where you need them) - ER came back and said to run it 'On'.

    Well instead of getting into a debate with ER on their forum I sent the member a PM explaining, in detail, why I suggested what I did. My mistake was to put a public message for the member to check their PM. I got a 'nasty' message from ER for doing so....

    "Please do not take public discussions private because you disagree with me or Escort.
    The guy asked a question and he received several answers. He can figure it out from there."


    So basically the word of ER is 'God' and anyone who disagrees can go....well you can guess.

    I had a moment of poor judgment and responded to ER (why oh why) saying I was helping the member and did not want to deal with an argument with ER about settings etc.

    Well here his response....

    "I am the administrator of this forum which is privately owned and operated by Escort Inc, whose sole purpose is to support Escort products. Free speech? This is not town hall. Go to a Chevy dealer and talk to people about Fords and see how long before the police haul you off the property. And then take a civics class.

    That is all totally besides the point. I did not censor your disagreement with me. I censored you badgering this member. You made your reply publicly and I made mine. Now, as you said, move on and let him decide.

    Thank you for your cooperation,
    Larry Clark"


    What a piece of work, to put it the nicest way possible. The free speech jab is in reference to a joke a made about American being the land of free speech, but I also then followed it up with the fact that even in the PM I followed the ER forum policy and did not violate any rules (links, competition, etc). Obviously he cannot comprehend well or did not fully read my response, either way a fail on his part. How is this person still the face or ER on their site?! Oh, I guess helping a fellow member avoid a ticket is now called 'Badgering' as well. It looks like ERF is full of Badgering then!

    He did not change my public message, but by saying he censored something I could only suspect he went into the PM's and changed things (which is something they can do I guess?).

    I hate to say it but being treated like this by ER does not want to make me just ignore them, it makes me want to do everything in my power to help their demise.
     
    Last edited: Dec 6, 2017
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  6. leesrt

    leesrt Mature Speeder Beginner User

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    Whether you were wrong or he was wrong is overshadowed by the lack of diplomacy on his part. The representative of a company should not be engaging in tit for tat arguments. What I find funny is ER like to have their forum to give the air that they are open for discussions, good or bad, about their products. That is, until you actually point out where they are bad and can show data to prove it. Then they delegitimize you, then scold you, and if you stick to your guns and are actually showing facts then end run is they ban you.

    I don't buy the line either that Larry's attitude is a reflection of how the company is hurting. I personally think that's just Larry's personality and he's naturally a very spiteful person. I don't know him but the only way to judge anyone is by their actions and I've seen plenty of that.
     
  7. OPPOP

    OPPOP PSL +5 Intermediate User

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    So glad I am done with ER. If you claim you are the best (which Escort does), they should allow comparison. If they don't, it means they are trying to hide something. And hell the car example Larry gave you made zero sense. When I was buying my BMW M3, i discussed other choices (Merc C63, etc.) with them for hours. If they would kick me out, they would have lost my business.
     
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  8. PointerCone

    PointerCone M3 Kng Advanced User Premium Member

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    God forbid we talk Ford v. Chevy, Apple v. Droid, ER v. v1.........blasphemy! As to M v. AMG, there's really no comparison now that BMW has gone soft on their 3 series, but that's for another thread;)

    You don't need to compare ER to another unit, we KNOW they're the best. So just pay up and shut up!!! ( as Mike V silently snickers in the corner)....
     
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  9. jaybo41

    jaybo41 Learning to Drive General User

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    I'm in agreement with you on this. When I purchased my last vehicle, the sales manager I was working with asked me what else I was looking at. I'm sure it was to be able to sell the value of what I was looking vs. the competition. That's an intelligent tactic from my perspective.

    Honestly, I can understand that the sole purpose of the Escort owned forum is to discuss and promote Escort products. That I can live with. So basically, their perspective is the forum is an extension of the company and a benefit to it's customers, I'm OK with that too. Being that it IS an extension of Escort, some of the customer service behaviors I've viewed are appalling and that's not acceptable.

    As I noted earlier in this thread, I recently switched to an R3. I've seen more product releases from Escort than I have updates to improve their flagship products and once the initial purchase has been made as a consumer, I feel like many of you. We've been forgotten. I feel for Escort if things are as bad as has been alluded to, really I do. It's not a good situation for customers and can't be easy for those working for the company. Somebody needs to pull their head out of their rear and start looking at solutions to FIX the problems rather than continue to make the same mistakes.
     
  10. OPPOP

    OPPOP PSL +5 Intermediate User

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    That's why I kept my V8 e92 :)
     

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